BT commits long-term future to Plymouth contact centre
The EE contact centre in Plymouth is set for a multi-million refurbishment as BT commits its long-term future to the city as part of plans to invest in a complete refit of its facility there. The centre – located in Langage Business Park, Plympton, and one of the largest employers in the area – will […]
TalkTalk creates 50 jobs for young people in North West
Salford-based connectivity provider TalkTalk has begun advertising six-month work placements for more than 50 young people, as part of the Government’s Kickstart Scheme. The Kickstart Scheme is run by the Department for Work and Pensions (DWP) and will last until the end of 2021. It provides funding to create new job placements for 16- to […]
How Analytics Can Help You Deliver Superior Customer Service
Lauren Maschio, Product Marketing Manager, NICE Consumers today expect world-class customer experiences, and delivering the fast, personalized service they demand requires that you build analytics into the core of your business. Analytics can deliver a competitive advantage by improving the quality of your interactions with customers, and with the contact centre the most vital point […]
Do you specialise in Call Centre Technology? We want to hear from you!
Each month on Call Centres Briefing we’re shining the spotlight on a different part of the customer care market – and in March we’re focusing on Call Centre Technology solutions. It’s all part of our ‘Recommended’ editorial feature, designed to help customer care industry buyers find the best products and services available today. So, if you’re a supplier of Call […]
CALL FOR SPEAKERS! Would you like to talk at the Contact Centre & Customer Services Summit?
We’re looking for contact centre industry thought-leaders to share their knowledge at the upcoming Contact Centre & Customer Services Summit, which is taking place virtually on April 26th & 27th and again as a live event on September 13th & 14th. If you’re available on those dates, have an internet connection and would like to […]
Customer experience management market to hit $21.8bn
The global customer experience management market is projected to reach revenue of $21.86 billion by 2027, equivalent to a CAGR of 13%. That’s according to data from Fortune Business Insights, which cites the heightened importance of enhancing customer experience (CX) amid the COVID-19 pandemic. The report asserts that with millions of people worldwide confined to their […]
Ember rebrands to Davies Consulting
Ember Group has rebranded to Davies Consulting as part of its final integration step following Davies’ acquisition of the company in 2018. Operating as Davies Consulting, the team will continue to deliver specialist customer experience (CX), Operational Consulting and Digital Transformation expertise for clients operating across a range of highly regulated and international markets. Since […]
NICE unveils NTR-X for financial services
NICE has introduced NTR-X, a fully integrated, cloud-ready omnichannel compliance recording and assurance solution. Building on NICE Trading Recording, NTR-X captures all modalities of regulated employee communications – traditional, unified and mobile – in a single platform. Offering a consolidated, centralized approach to managing recording estates and footprints, NICE’s NTR-X can be deployed globally while […]
The next Contact Centre & Customer Services Summit is virtual
Your complimentary pass gives you free access to the Contact Centre & Customer Services Summit – attend from the comfort of your home or office. Date: 26th & 27th April Event Type: Virtual Event Key Benefits: Building business connections with innovative suppliers as well as gaining insight into the future challenges within the industry. Format: We will […]
Video chat for customer services sees 89% growth in UK
Consumer preferences for the use of video calling in a customer service setting have increased by 89% during the COVID-19 pandemic. That’s according to data from Webhelp, which polled over six thousand consumers across the UK, France and Germany – prior to the pandemic, only 19% of British consumers had used video-calling in a customer service setting; […]